Non Payment / Carelessness handling by INDIGO AIRLINES

Location/place: Mumbai

Name of company/service: Indigo Airlines

Dear Sir,

I’m writing to report 2 incidents of harassment; carelessness and mishandling by INDIGO AIRLINES in last 4 months which because of which we had to go through a lot of mental pressure; financial losses and live in uncertainties because of INDIGO AIRLINES response to our requests and handling.

It seems that there is no business moral left with such a reputed organization like indigo.

I have sent 4 reminders to Indigo and its Nodal officer but could not get any reply till date.

Note below communication for your review –

From: [email protected]
Date: Tue, 23 Jul 2013 05:46:13 +0000
To: ;
ReplyTo: [email protected]
Subject: Re: Non Payment / Carelessness handling by INDIGO AIRLINES [Ref:CRN-66003-L3L5Z9]

Reminder 4

Dear Ms Priya Kataria,

I am writing you this email with a lot of disappointment and frustration.

It seems that there is no business moral left with such a reputed organization like indigo.

In spite of my 3rd reminder; no one cares to pay attention on the issues raised.

My questions still remained unanswered –
Is it a way of treating customers and holding money of customers?

Please check emails and understand an unprofessional; unethical way of communication.

Who should be held responsible for my financial losses? Shouldn’t it be Indigo staff?

Regards
Mayur Sihare
Sent on my BlackBerry® from Vodafone
________________________________________
From: [email protected]
Date: Mon, 22 Jul 2013 04:01:25 +0000
To: Customer _Relations; ;
ReplyTo: [email protected]
Subject: Re: Non Payment / Carelessness handling by INDIGO AIRLINES [Ref:CRN-66003-L3L5Z9]

Reminder 3
Sent on my BlackBerry® from Vodafone
________________________________________
From: [email protected]
Date: Sat, 20 Jul 2013 03:49:33 +0000
To: Customer _Relations; ;
ReplyTo: [email protected]
Subject: Re: Non Payment / Carelessness handling by INDIGO AIRLINES [Ref:CRN-66003-L3L5Z9]

Reminder 2
Sent on my BlackBerry® from Vodafone
________________________________________
From: [email protected]
Date: Fri, 19 Jul 2013 05:09:05 +0000
To: Customer _Relations; ;
ReplyTo: [email protected]
Subject: Re: Non Payment / Carelessness handling by INDIGO AIRLINES [Ref:CRN-66003-L3L5Z9]

Reminder
Sent on my BlackBerry® from Vodafone
________________________________________
From: Customer _Relations
Date: Thu, 18 Jul 2013 14:40:41 +0530
To:
Subject: Non Payment / Carelessness handling by INDIGO AIRLINES [Ref:CRN-66003-L3L5Z9]

Dear Sir,

I’m writing to report 2 incidents of harassment; carelessness and mishandling by INDIGO AIRLINES in last 4 months which is least
expected from a professional organization.

We had to go through a lot of
mental pressure; financial losses and
live in uncertainties because of INDIGO AIRLINES response to our requests and handling.

Every time; we are deluded by INDIGO AIRLINES; misinformed and received emails full of false assurances.

I incident: April 2013

While booking my to and fro air tickets Mumbai – Delhi in April 13.

I had to visit old aged parents of my wife and on 30th March, I have done on line booking of Indigo flight 6E – 184 of 11th April
from Mumbai to Delhi and Indigo flight 6E – 175 of 14th April from Delhi
to Mumbai and from Delhi, we have to travel approx another 6 hours by train to reach destination.

I have completed the transaction and transfer Rs 21,755.41 ticket charges but Indigo web page has not shown any confirmation of
receipt and therefore, I made another transfer of amounted Rs 21,755.41.

I have received SMS notification from IDBI bank on 30th April itself within 15 min confirming transfer of funds total RS 43510.82 (Rs 21,755.41 + Rs 21,755.41)

But Indigo web page has not shown any receipt of payment.

On 31st March, I have contacted customer care no 1 800 180 38 38 of indigo and explained the problem to Mr. Vineet and was assured to issue the tickets and refunds of access paid amount within end of the day but there was no response till 31st April mid night.(Email enclosed)

On 2nd April of again, I have contacted customer care and asked for the person (Mr. Vineet), I had talked earlier who
refused to come on phone and when I explained the problem to the person present – Mr. Rishi Kumar Jha, he said Mr. Vineet would call me back but there was no call back at all and received a email confirming that I will receive a final confirmation by 17.00 that day itself. (Email enclosed)

This one sided follow up from my side was continued and I had to make 3-4 calls in a day upto 24 minutes sometime and every time
explained my problem from start to the person available.

On 3rd April, Mr. Vineet asked me to check with my bank and I have informed him my bank transaction IDs for both the
transfers. (Enclosed email. Follow up on phone and emails)

On 4th April, I again called and Ms Poonam Sharma assured me to resolve the issue in 24 hours but sent an email out of context
of our discussion. I have pointed out immediately. (Email enclosed)

On5th April, again after phone and email follow up Mr
Ankush Tikoo – shift in charge sent an email with assurance. This time, I was asked for my bank statement as proof.
(Email enclosed)

On 6th April, I have forwarded my banker emails to Ms
Bhawna Pareta but could not have tickets and refunds.

On 7th April; 8th April and 9th April –
my follow up was continued and on 9th I have my tickets for 11th Flight.

My entire visit plan was messed up; full of uncertainties and incurred financial losses on hotel booking because of negligence of
INDIGO staff.

I could not get doctor’s appointment for my wife’s parents, could not get confirm train tickets from Delhi on wards as my air tickets
were not issue on time.

I had to call my wife’s parents to Mumbai for medical assistance as our earlier visit went in waste. We could not get them treated.

Is it a way of treating customers and holding money of customers?

Please check emails and understand an unprofessional; unethical way of communication.

Who should be held responsible for my financial losses? Shouldn’t it be Indigo staff?

Enclosed – Email communications.

II incident: June 2013

I had booked tickets against booking reference no WU4JBN for Mumbai to Jammu for 7th July flight 6E-599 and from Srinagar
to Mumbai on 13th July flight 6E-448.

I had cancelled my bookings on 3rd July on line wherein status against showed “CANCELLED” and refund of Rs 26,138.00

I called to customer care on 3rd July itself and confirmed by executive present that refunds of Rs 26,138.00 in maximum
7 days.

I have checked credit card status but there was no refund till 17th July.

I again contacted customer care – Mr. Surjeet singh informed me that
my request was not processed at all. When I asked for reason; he was non- responsive and I have to request him to connect me to his senior – Mr. Preetam Singh who again told me that my request of cancellation dtd
3rd July was not processed.

Why Indigo hold my money and non-responsive on refunds?

Why my request of cancellation was not processed on time and I could not get my money when I needed most?
Who will be responsible for financial losses in this case?

I request for your URGENT intervene and explanation on both the incidence or else I will be forced to take
up these issue to consumer court and public forum at your cost to protect my rights.

Regards

Mayur Sihare
+91 8879520868